Front Office Customer Service

PATRICK STONE

***** ******** ***** *******, ** **584 619-***-**** *********@*****.***

SUMMARY

Hospitality Industry professional with over ten years of experience in efficiently managing hotel operations and meeting all customer needs. Possess a strong work ethic and exemplary customer service abilities.

SKILLS

●Excellent customer service skills

●Strong interpersonal skills to deal effectively with co-workers, guests, and management

●Professional appearance and demeanor

●Able to work varied shifts, including weekends and holidays

●Strong cash handling experience

●Over ten years hospitality experience

EXPERIENCE

February 2015 – Present Night Auditor/Overnight Supervisor, La Valencia Hotel--San Diego, CA

Acted as MOD during the overnight shift, organize receipts from the restaurants, complete the end of day for both the restaurant as well as the hotel, data entry into Excel spreadsheets, email multiple reports to proper managers, check in/out guests, answer phones, post correct valet ticket numbers to proper room as well as make sure all keys are accounted for

March 2014 – February 2015 Night Auditor/Overnight Supervisor, Tower 23 Hotel--San Diego, CA

Maintained a high level of professionalism while supervising a 44 room hotel, acted as manager on duty during 8 hour shift, complete the overnight checklist which included organizing any restaurant receipts, posting valet charges, maintain clean work area, post nightly room & tax, run the night audit, make sure all credit cards have proper amount authorized, email reports to managers

April 2013 – December 2013 Night Auditor/Overnight Supervisor, Hard Rock Hotel– San Diego, CA Role included checking guests in/out, setting wake up calls, organizing bar & restaurant receipts, data entry for management reports, running the night audit, maintaining clean and safe work environment

October 2012 – February 2013 Front Office Supervisor, Hotel Solamar – San Diego, CA

Supervised front office staff during varied shifts, handled guest issues, acted as manager on duty, provided assistance to front office manager and assistant front office manager, coordinated daily guest reception event, assisted with housekeeping and engineering requests, and general front office duties. In addition provided training to new hires and managed weekly front office schedule, maintained and built relationships with area restaurants, bars and nightclubs.

February 2011 – October 2012 Guest Service Agent/Night Auditor, Hotel Solamar – San Diego, CA

Assisted guests with common services and answered general questions, ensured that all wake up calls were handled on time and appropriately, posted charges to guest folios, represented hotel in regard to guest complaints and situations, handled cash transactions, processed end of day duties, acted as manager on duty during overnight shifts, and provided concierge services to guests.

September 2010 – February 2011 Guest Service Agent/Night Auditor, Quality Inn – San Diego, CA

Welcomed and registered guests, answered hotel phone, created and modified guest reservations, posted charges to guest folios, handled guest incidents and complaints, setup morning continental breakfast, drove airport shuttle, handled housekeeping and maintenance requests, completed night audit duties.

January 2009 – September 2010 Guest Service Agent/Night Auditor, Ramada Inn – San Diego, CA Provided high quality customer service to all guests of the hotel by ensuring the front desk was always staffed, make changes and confirm reservations through the property management system, met hotel’s quality standards, maintained proper lobby appearance, and provided concierge services to guests.

September 2007 –October 2008 Guest Service Agent/Concierge, Bahia Resort Hotel – San Diego, CA Greeted each guest of the hotel as they entered the lobby, provided assistance in purchasing area attraction tickets, resolved guest complaints, drove hotel shuttle, answered hotel phones, managed guest reservations, and acted as hotel’s concierge.

EDUCATION

1999 – 2000 Hampden Sydney College - General Studies

1995 – 1999 Gloucester High School – High School Diploma

REFERENCES

Available upon request

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